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Sakshi Mathur
@sakshi_mathur04
IT Support and Cloud Support Engineer,ServiceNow, AWS, Network Expert
India
Inglese
Chi sono
I'm an IT Support Engineer with 6+ years of experience at Fortune 500 companies (Wipro, DXC Technology), specializing in technical troubleshooting, network engineering, and IT infrastructure support. I have hands-on expertise in ServiceNow ITSM, Active Directory, Windows Server, and cloud platforms (AWS, Azure). I've consistently maintained 95% CSAT and 99.9% network uptime while resolving complex technical issues for global enterprise clients. I'm currently pursuing my AWS Cloud Practitioner certification and love helping clients solve IT problems efficiently and reliably.
Competenze
Sakshi Mathur
offline •
Consulta i miei servizi
Assistenza tecnica
I will provide remote IT technical support, network and AWS troubleshooting
Portfolio
Esperienza lavorativa
TECHNICAL SUPPORT ENGINEER
DXC Technology • Full time
Apr 2022 - Jun 2024 • 2 yrs 2 mos
Handled 50+ daily incidents via phone and chat — hardware, software, network, and application issues — maintaining 95% CSAT and all SLA targets. ● Delivered remote desktop support using MSRA and Citrix Workspace for Windows Server environments — reduced resolution time by 30%. ● Managed ServiceNow end-to-end: incident logging, categorisation, prioritisation, and resolution — full ITIL compliance, zero SLA breaches. ● Administered Active Directory, Office 365, VMware, and Cisco AnyConnect VPN for enterprise clients in financial and healthcare sectors. ● Authored knowledge base articles and SOPs — improved first-call resolution (FCR) by 25%. ● Escalated complex issues to L2/L3 with complete technical documentation ensuring seamless handoffs.
